EXCELLENT CUSTOMER SERVICE TRAINING IS THE KEY TO SUCCESS!
This year, Brunel’s SS Great Britain in Bristol were presented with the prestigious Portimão Museum Prize and hailed as Europe’s most welcoming museum by the European Museum Forum.
Liam Tolhurst, Head of Visitor Experience at the SS Great Britain Trust, credits investment in staff training as a key component to their recent success. Liam adds, ‘Our priority is and always will be the experience visitors have with us, so ensuring that they are greeted with a smile and always feel welcome is very important. Customer service training has helped ensure that each and every one of our staff members is equipped with the skills to deliver this positive experience.’
Prior to receiving their award, 47 staff members of the SS Great Britain Trust attended the ‘Exceeding Visitor Expectations’ course. The training was delivered by Purple Cloud Consultancy, who run the Welcome to Excellence programme in the South West. Exceeding Visitor Expectations is part of the national Welcome to Excellence suite of training courses. The one-day course has been developed with Visit England specifically for visitor attractions. It uses the latest techniques and practices to build confidence and skills vital to the customer-facing environment.
Purple Cloud Training Manager Helen Jones said. ‘It’s fantastic that the SS Great Britain Trust is committed to empowering frontline staff with strong customer service skills. Excellent customer service gives businesses a competitive edge and is vital for the success of any tourist destination. Delivering a great service will benefit the city by creating a positive, long-lasting and welcoming image of Bristol and we are delighted to have played a part in the SS Great Britain Trust’s recent success.’
As well as winning a top European award, Ryan Sanders, Visitor Experience Assistant at the Trust, who attended the training course was entered into the Visit Britain and Daily Mirror Tourism Superstar award, receiving the runner-up accolade – https://www.visitbritain.org/tourism-superstar-2019 .
Hazel Stenner, SS Great Britain Trust Operations Manager, was delighted with the impact the training had on their staff and says, ‘I’ve had overwhelmingly positive feedback from the teams who attended the Exceeding Visitor Expectations customer service courses and everyone has said how refreshing and helpful they found it. It really highlighted how excellent customer service can motivate and inspire teams and we are grateful to Purple Cloud Consultancy for such first class training.’